Simplicity dissolves chaos. Offer end users the opportunity to use an IT help desk application that is simple and easy to navigate. In your application, create pre-populated custom forms for end users to prevent categorization errors while logging tickets. Accurate incident categorization is the first step to avoid reassignment. You can also create technician templates for general responses and common tasks. The need for a simple service catalog that end users can view in the application is irrefutable. Your IT help desk application should allow end users and technicians to have personalized list views of tickets and provide quick links for notifications and ticket creation.
Whether or not you subscribe to the butterfly effect, the idea holds true for IT operations. Even the tiniest of initial changes can determine the path of your IT ticket. So, tread carefully. Without automation and smart management, your help desk could quickly and easily spin out of control. In this slideshow, LeAnn Smiles, market analyst at ManageEngine, has identified 10 easy steps that will make IT ticket management a breeze for your organization.